Case Study: Grazitti Interactive achieves 62% faster time-to-resolution and 15% higher agent productivity with SearchUnify

SearchUnify and Microsoft Dynamics 365 Transform Enterprise Support

Grazitti Interactive worked with a U.S.-based IT services company that needed to scale support across call centers and make enterprise knowledge easier to find. Agents were spending excessive time locating customer information in siloed sources and managers lacked the insights to close content gaps, so Grazitti Interactive turned to SearchUnify and Microsoft Dynamics 365 Customer Service to unify search and surface the right answers quickly.

SearchUnify built a Dynamics 365 Customer Service console that integrated multiple enterprise information sources (using REST APIs and web scraping), personalized results based on behavior and search history, and simplified the agent interface. The SearchUnify-powered solution reduced average time-to-resolution by 62%, increased agent productivity by 15%, and enabled real-time user-activity tracking and data-driven decisions about support effectiveness and content relevance.

Grazitti Interactive

Alok Ramsisaria

Chief Executive Officer